Consilium Software

Consilium SoftwareCTI Connector for Salesforce CRM (Open CTI)Product DatasheetConsilium Software Inc.Canada:( 1)647.823.2380Singapore:( 65) 632.77.271Malaysia:( 60) 122.000.249India:( 91) 124.490.8900Australia:( 61) 406.501.368Greater China: ( 886) 936.454.895Email: sales-support@consiliuminc.com

Consilium UniAgent CTI connector for Salesforce CRM (Open CTI)An integral part of Consilium UniSuite , Consilium UniAgent ‘out of the box’ solution for Salesforce CRM providespre-integrated solution that delivers seamless connectivity with Cisco Unified contact center’s, and enables full CTIfunctionality in Salesforce CRM. The CTI connector offers easy-to-use call controls and productivity enhancement features thatstreamlines contact center operations, intelligently manages customer interactions and deliver superior customer services byproviding a powerful collaboration and management tool to contact center agents.UniAgent assists contact center’s to be efficient and complete customer centric by allowing agents to handle telephone calls fromwithin Salesforce CRM and avoid switching to different screens for handling customer queries. This results into providing swiftresponse to caller queries and faster resolution to case. The solution is fully browser based enabling faster rollout of services acrossenterprises and contact centers. Being embedded in Salesforce CRM, agents can intelligently manage inbound calls and seeinteraction and logs for the cases. Thus streamlining agent workflow and making it easier for agents to handle calls efficiently. Thesolution also offers the options of reporting and analytics allowing supervisor to monitor agents performance and increase contactcenter productivity and performance by focusing on important KPI’s and removing bottleneck.UniAgent Uniqueness Simplifies User experience by presenting a easy touse interface and functionality Easily configurable to seamlessly integrate with any3rd party applications such as chat, voice etc. Facilitates interoperability among UniAgent, Ciscoand Salesforce to effectively manage customer interactions A versatile solution which focuses on scalability,stability and high availability A proven solution which provides full interactionnavigation functionality through Salesforce Completely browser based solution with Zeroinstallation on Agent machine Lowest cost of ownership comparing usage over 3or more years Smart call transfers based on agent presenceindicators Focused on continuously enhancing contact centermetrics and assist you in achieving improvedbusiness outcomes Addresses key contact center challenges related toadoption of right technology to create better experience, managing call volumes, and improvingkey contact center metrics

Consilium UniAgent Features Notes: Increases agent after call work activity by Case pop-up on incoming call: Associates aallowing them to take notes during their call andcase with incoming call and pop up relevant datasave it for later reference. The notes can be takenon the agent screenduring the call itself which significantly reducesafter call activity and enhances agent productivity Agent Presence: An ‘out of box’ features agentscan use during call to collaborate with other Admin Console: A portal for simplifyingagents. During a call, agent can click on presenceadministration and configuration of UniAgent tab and see the list of available agents in his skillsettings. Supervisor/Administrator is able to makegroup. Agent can then select appropriate agentchanges to UniAgent GUI, hide/show particularand take him into the call. The Presence signififeatures, voice settings using Admin consolecantly reduces time it take an agent to get to nextavailable agents Screen Pop : Improves customer satisfaction andagent performance by quickly displaying caller Agent Reports: UniAgent assists supervisors anddata as soon as the call arrives. Screen pop ismanagers to track contact center performancebased on ANI / CED / DNIS or combination. Agentand agent performance through historical reportsbeforehand is able to see caller records based ontab. UniAgent generates reports of agentphone number or IVR informationperformance over days/weeks/months/year CTI Integration: Seamlessly integrates your Ciscocontact center with Salesforce.com GUI. Theintegration enables agent to effectively handlecustomer interactions and provide morepersonalized services Bookmark transfer: Transfer customer records,notes and other data to the call receiving agentthus reducing call handle time between Ciscoagents. Displays records based on collected IVRinformation captured Click-to-Dial: An outbound dialing functionalitywhich enables agent to call directly to prospectsfrom any phone fields using UniAgent . Agent isable to dial from any Salesforce record such asaccount, cases, activities and history Call Logging: UniAgent automatically log calls,duration and phone as activities in Salesforce.comand minimizes agent time spent on manually logging of calls Multi browser support: IE; Google Chrome;Mozilla FirefoxSingle Sign-on:Optional Features: Agent state: Once agent login to UniAgent softphone its by default login into Not Ready forcall state. In this state Agent will not receive anycall but can make any outbound calls. The NotReady state is represented by Red colour status.Once agent is ready for answering calls, he chang- es the state to Ready. The Ready state is represented by Green color Reason Codes: UniAgent provides reasoncodes to agent during call wrap-up, change to not ready state and logout from system. Assistssupervisor to track agent’s productivity throughreportsUnified GUI: Consilium UniAgent is architectedto easily integrate automated outboundcampaign, list management, callback and webcallback solution UniCampaign and real-timeanalytic solution UniDashboard into UniAgent .This facilitates agents to make automated outbound calls directly from UniAgent and allowssupervisors or contact center managers to viewreal-time performance of agents and KPI’s criticalto improve customer experience managementPredictive and Preview dialing: Allows inboundagents to proactively contact customers withtimely information and services using predictiveand preview dialing capabilitiesVoice logger integration: Seamlessly integratesUniAgent softphone with any Third party voicelogger solutions to enable call recordingcapabilities.

UniAgent FunctionalitiesConsilium UniAgent Cisco Unified Contact Center based CTI connector for Salesforce CRM provides following rich functionalitiesto agents through pre-packaged integration which allows agent to work seamlessly and productively in their familiar customermanagement interface. Native app for both Salesforce.com Sales and Service cloud Complete CTI functionality such as answer, hold, transfer, conference and consult embedded within Salesforce CRM Provides seamless integration between Cisco and Salesforce via Cisco Finesse API or Cisco Agent Desktop or CTIOS The call answer event in Cisco Agent application is coordinated with CRM screen-pop corresponding to data collectedand service requested in the IVR Associate Salesforce service case with the incoming calls Enable agents to search a contact in CRM and click the phone number to call Show detailed customer records by pre-populating screen Passes data to the Salesforce CRM for screen pop including Caller Entered digits (CED) ANIS or DNIS or combination,call variables, including expanded call context (ECC) variables. Supports leading Cisco Telephony platform such Cisco Unified Contact Center Enterprise (UCCE), Unified ContactCenter Express (UCCX), Cisco PCCE, Cisco Unified Call Manager (CUCM) and Cisco Finesse Provides similar UI and functionality irrespective of the telephony platform. Provides real-time agent and skill group statistics, automates number identification as well as dialled number identification service (DNIS) Offers centralized administration portal for management of configurations related to User Interface, voice settingsetc. Offers functionality for outbound preview and progressive dialing from within UniAgent and call logger integrationthrough various third party apps such as NICE, VERINT, TELSTRAT etc.UniAgent Focus INTEGRATION: UniAgent “Out of the box” CTI connector seamlessly integrates into Salesforce Sales Cloudand Service Cloud via Open CTI. It assists agents in efficiently handling inbound and outbound calls directlyfrom within the Salesforce desktop EXPERIENCE: UniAgent enriches the user experience by embedding the softphone into the Salesforcedesktop, empowers agents with valuable information and rich customer context to improve the customer experience PRODUCTIVITY AND MANAGEMENT: Takes agent productivity to new heights with notes, presence, reportsand centralized administration. Contact centers managers can look into historical reports and device strategyfor improving agent performanceAgent EmpowermentConsilium UniAgent empowers agent by allowing agent’s to collaborate in real time and faster access toinformation. Presence capabilities reduce search time for qualified help during collaboration on customerinquiries and create a streamlined pathway for real time support.Agent and queue statistics available within UniAgent empower agents to make faster decisions and compare their performance with others in their team.With automated dialing capabilities, such as click-to-dial and screen pop coordinated with call delivery,agent can actively engage with customers to improve customer retention, maintain profitability, andachieve top-line growthSummaryUniAgent thus empowers Contact centers with the technology to easily engage in customer interactions. Tight integration ofConsilium UniAgent with Salesforce CRM ensures that the customer inquiries and issues are addressed more efficiently andeffectively, supporting increased first contact resolution and an improved customer experience.

UniAgent Technical SpecificationsThe below table describes the requirement of each component for running Consilium UniAgent Deployment TypeOn-premiseSupported Cisco PlatformsUCCE 8.x and aboveUCCX 8.x and aboveCUCM 8.x and aboveCisco Agent Desktop (CAD); CTIOS; FinesseCisco Agent Desktop SupportedUniAgent Browser basedOS and Software Requirements for Agent DesktopAgent DesktopWindows 7 (32-bit / 64-bit)Windows 8 (32-bit / 64-bit)I.E. v9.0 and above; Google Chrome v32 and aboveBrowserHW/SW requirements Server Side: For deploying UniAgent Server and Portal formanaging licenses and features.ServerDedicated/Shared Windows 2008 R2/2012Server TypeVirtual MachinesProcessorIntel Xeon Dual core, Dual CPU(2.67 GHz)Processor speed2.67 GHz and higherMemory Requirement8 GB RAM (minimum)Hard disk Requirement80 GB Hard diskNetwork2 X 100 mbpsIIS7.0 and above.NET Framework4.5DatabaseMS SQL Express (Freeware)UniAgent CTI Connector FlavorsPRODUCT VERSIONCISCO PLATFORMAGENT DESKTOPCRMUniAgent 4.0Cisco UCCEFinesse APISalesforceUniAgent 4.0Cisco UCCXFinesse APISalesforceUniAgent 4.0Cisco UCCECTIOSSalesforceUniAgent 4.0Cisco UCCXACMESalesforceUniAgent 4.0 TAPI connectorCisco Call Manager CUCMUniAgent Gadget basedCisco FinesseSalesforceFinesse Agent DesktopSalesforce